About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
The Service Desk Analyst Job Description
Network & Security role is primarily responsible for managing change requests related to Zscaler, SD-WAN, and Fortinet Firewall technologies, ensuring compliance with ITIL processes and organizational standards. The role involves reviewing, validating, and executing approved changes, coordinating with stakeholders, maintaining accurate documentation, and participating in CAB meetings when required. In addition, the analyst handles reviewing of Planned Notifications, engaging stakeholders for impact analysis before customer notifications.
The role demands Incident management by logging, prioritizing, and resolving L1/L2 issues, escalating complex cases, and monitoring alerts across platforms. The position requires basic to intermediate knowledge Security platforms such as Zscaler (ZIA/ZPA), and Fortinet firewall, along with strong SD-WAN architecture, troubleshooting and communication skills. Familiarity with ITSM tools and ITIL practices is essential, and certifications such as Zscaler, SD-WAN Viptela vendor certifications, and ITIL Foundation are preferred.
Responsibilities
- Stakeholder engagement to plan and implement the overall change management strategy.
- Act as the central point for coordinating for all change activities, working with IT teams, stakeholders, and business leaders.
- Evaluate the potential risks and impact of proposed changes on the business.
- Ensure all affected individuals are informed about upcoming changes, their impact, and timelines.
- Manage the actual deployment and implementation of changes, authorizing minor changes and coordinating larger ones.
- Conduct reviews to assess the success of changes, resolve issues, and capture lessons learned for continuous improvement.
- Stakeholder engagement to review planned events, documentation, and notification of the events to client.
- ITSM process follow up for logging, prioritizing, and resolving L1/L2 issues, escalating complex cases, and monitoring alerts across platforms.
- Operating of ITSM tools and ITIL practices is essential, and certifications such as Zscaler, SD-WAN Viptela vendor certifications, and ITIL Foundation are preferred.
